Knowledge Source Priority

When your AI chatbot searches for answers, it pulls from all your knowledge sources: FAQ items, training text, products, webpages, and files. When multiple sources match a question with similar relevance scores, curated sources are given a small priority boost over scraped or uploaded content.

How to get there: Go to Setup → Chatbot in the top menu → click your chatbot → Training tab to manage your knowledge sources.

How It Works

Sources you've manually created — FAQ items, training text, and products — are treated as higher-quality because you intentionally wrote them. They receive a small ranking boost (5%) compared to webpages and uploaded files.

This means:

  • When an FAQ item and a webpage both match a question equally well, the FAQ answer will be used
  • A highly relevant webpage still beats a loosely related FAQ item — the boost is a tiebreaker, not an override
  • Products you've added are also boosted, so product-specific answers come from your catalog first

Priority Tiers

Priority Source Types Why
Boosted FAQ items, Training text, Products Content you've carefully written or structured
Standard Webpages, Files Automatically scraped or bulk-uploaded content

Tips for Better Answers

  • Add FAQ items for your most common customer questions — they'll be prioritized in search results
  • Use training text to cover important topics, policies, or instructions in your own words
  • Add products with detailed descriptions so product queries get accurate answers
  • Webpages and files are still valuable for comprehensive coverage — they just defer to curated content when both match equally